Frequently Asked Questions (FAQ)

Below are the questions we are asked most often. If you cannot find what you are looking for, email us at contact@alassiogrey.com or call +1 (209) 269-5471. We reply within 3 hours during support hours.

ORDERS

How do I know my order went through?
You receive an order confirmation email as soon as your payment is processed. If it has not arrived within an hour, check your spam folder and then contact us with the email address you used at checkout.

Can I change or cancel my order?
Yes, free of charge, at any time before your order ships. Since we dispatch within 2 business days, contact us as soon as possible with your order number. Once it has shipped, you still have 30 days from delivery to return it.

I entered the wrong address. What do I do?
Contact us straight away. We can amend the address free of charge at any point before dispatch. Once the parcel is with the carrier, we cannot redirect it.

Why did my order arrive in separate parcels?
If your order contains several items, they may be dispatched separately and arrive on different days, particularly where an order combines domestic stock with an internationally dispatched item. You receive a tracking number for each parcel, at no extra cost.

DELIVERY

How much is delivery?
Nothing. Delivery is free on every order, with no minimum spend, to both the United States and the United Kingdom. The total shown at checkout is the total you pay.

How long will my order take?
Orders are dispatched within 2 business days of payment being confirmed, and transit takes 8 to 12 business days.

Stage	Timeframe
Dispatch	Up to 2 business days
Transit	8 to 12 business days
Total estimate	10 to 14 business days

Business days are Monday to Friday, excluding public holidays. These are good faith estimates, not guaranteed dates. Full details are in our Shipping and Delivery Policy.

Where do you ship from?
From two places, depending on the item. Part of our range is held in stock in the United States. The rest is sent directly by our supply partners from overseas. Delivery is free either way and the timeframe is the same.

Do you ship to the United Kingdom?
Yes, and delivery is free there too. Prices are shown in pounds sterling for UK customers.

Will I have to pay customs or import charges?
No. Any duties, import taxes, VAT or customs handling fees are covered by us before your parcel reaches you. Nothing is payable on delivery.

If a carrier or customs authority ever tries to charge you an import fee on an Alassio Grey order, do not pay it. Contact us with the notice and we resolve it directly with the carrier. If you have already paid, send us the receipt and we reimburse you in full.

When do I get my tracking number?
By email once your order ships. Please allow up to 2 business days after dispatch for tracking to become active. Until the carrier scans the parcel into its network, tracking may show no movement or read "label created". This is normal.

If you have not received a tracking number within 4 business days of ordering, contact us.

My tracking says delivered but nothing has arrived.
Please check with others at your address, with neighbours and with any building reception, and look for a card left by the carrier. Carriers sometimes record delivery a few hours before the parcel physically arrives.

If it is still missing 2 business days after the delivery scan, contact us. We file a claim with the carrier and, if the parcel cannot be recovered, send a replacement or refund you in full.

My order is late. What now?
If it has not arrived within 5 business days after the end of the estimated window, contact us with your order number. We open an investigation with the carrier and keep you informed. If the parcel cannot be located, we send a replacement or refund you in full, whichever you prefer.

RETURNS AND REFUNDS

What is your returns policy?
You have 30 days from delivery to return an item for any reason at all. No explanation needed.

If you are in the United Kingdom, you also have a statutory right to cancel within 14 days under the Consumer Contracts Regulations 2013, with a further 14 days to send the goods back.

Who pays for return shipping?
We do, in every case. Once your return is approved we email you a prepaid return label. You never pay to send something back to us.

How do I start a return?
Email contact@alassiogrey.com with your order number and the reason. We reply within 3 hours during support hours with instructions and your prepaid label.

Please request a return before posting anything back. Our business address does not accept parcels, and items sent without a prior request cannot be matched to an order.

Can I try things on?
Yes, exactly as you would in a shop. Items need to come back unworn, unwashed, with tags attached and in their original packaging, free of makeup, fragrance or pet hair.

How long does a refund take?
We inspect your return within 3 business days of receiving it and confirm by email. Approved refunds are issued to your original payment method within 10 days of that confirmation.

For UK orders, refunds are issued within 14 days of us receiving the goods back or you providing proof of postage, whichever is earlier, as the law requires.

Your bank or card issuer may take a few extra days to show the credit on your statement.

Can I exchange for a different size?
We do not process direct exchanges. The quickest route is to return what you have and place a new order in the size you want, so you are not waiting for the return to be inspected first. Return shipping is on us either way.

Check our Size Guide before ordering, or email us and we will help you choose.

Can I return sale items?
Yes. Items bought on sale or with a discount code carry exactly the same rights as items bought at full price. There are no additional restrictions.

My item arrived faulty or damaged.
Email us within 30 days with your order number and clear photographs of the item and its packaging. We cover the full cost of return and you choose between a replacement or a full refund, at no cost to you.

If the outer packaging arrives visibly damaged, we recommend refusing delivery and noting the reason with the carrier.

SIZING AND PRODUCTS

How do I choose the right size?
Our Size Guide gives measurements in inches and centimetres, alongside US, UK and EU size conversions. Compare the measurements to a garment you already own and wear comfortably, rather than relying on the size you usually buy, since sizing varies considerably between brands.

If you are between sizes or unsure, email us before ordering and we will help you decide.

Will the colour look exactly like the photo?
We photograph our products as accurately as we can, but colour on your screen depends on your device, its calibration and the lighting around you. Slight variation in tone, texture and finish can also occur between production batches. These variations are normal and are not faults.

If what arrives is materially different from what was described, contact us and we will put it right.

What are the garments made of?
Materials and care instructions are listed on each product page. If something you need is missing, email us and we will find out for you before you buy.

An item I want is out of stock. Will it come back?
It depends on the line. Email us with the product name and size and we will tell you whether a restock is planned. We only list items we can actually supply.

PAYMENT AND SECURITY

What payment methods do you accept?
We accept credit and debit cards through Shopify Payments, our secure checkout provider. The card types available are shown at checkout. We do not currently offer instalment plans.

Is it safe to pay on your website?
Yes. The site runs over SSL encryption throughout, and payment is processed in Shopify's PCI DSS compliant environment. We never receive, see or store your full card number or security code.

We never ask for your password, card security code or full banking details by email, telephone or text. Please be suspicious of any message that does, and tell us about it.

Are there any hidden charges?
No. Delivery is free, duties and import charges are covered by us, and there are no subscriptions, membership fees or recurring charges of any kind. The total at checkout is the total you pay.

The only cost that could fall outside that total is a currency conversion or foreign transaction fee applied by your own bank.

My payment was declined. What now?
Declines are decided by your card issuer, and we do not see the specific reason. The most common causes are insufficient available balance, details entered incorrectly, a card blocked for online purchases, or a precautionary block by the issuer.

Check your details, try another card, or contact your bank.

ABOUT US

Who are you?
Alassio Grey is an independent online clothing store, operated by PM Company Digital LLC, a limited liability company organized under the laws of the State of Florida, United States, State ID L26000355164. More on our About Us page.

Do you have a shop I can visit?
No. We sell online only. Our business address is administrative and is not open to the public.

How do you handle my personal data?
We follow the California Consumer Privacy Act as amended and, for UK customers, the UK GDPR. What we collect, why, who we share it with and how to exercise your rights are set out in our Privacy Policy. We do not sell your data.

STILL HAVE A QUESTION?

Email: contact@alassiogrey.com
Phone: +1 (209) 269-5471
Support hours: Monday to Saturday, 7:00 AM to 6:00 PM Pacific Time, with replies within 3 hours

PM Company Digital LLC
Florida State ID L26000355164
15442 Ventura Blvd, Ste 201-2746
Sherman Oaks, CA 91403, United States

Last updated: 27 September 2026